A children's book, as told by Frankie, an adorable penguin, explaining the call center industry in language that children understand and appreciate. With 31 colorful illustrations. All profits generated from this book go to Boy's Town National Hotline.
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From the Back Cover
What happens when you call 800 or 888 numbers? What does a call center look like? What happens when a call is answered in a call center? What kind of jobs are there? Frankie and his mom will help you answer these and other questions as they take a tour of the high-energy world of an incoming call center and go "behind the dial" to show you what really happens.
About the Author
Gordon F. MacPherson, Jr. is past president and founder of Incoming Calls Management Institute (ICMI), an independent thinktank that provides call center management education and publications throughout the Americas, Asia, Europe, the Middle East, South Africa and the Pacific Rim. MacPherson is also founder and publisher emeritus of Call Center Management Review, the authoritative journal for incoming call center professionals. He is widely recognized for his knowledge and original thinking on incoming call center management. He is credited with popularizing the term "call center" and developing many of the modern management methodologies in use today. MacPherson is a past board member of the Society of Telecommunications Consultants. His unique interdisciplinary approach reflects his educational background. He has a master's degree in telecommunications and a bachelor's degree in history.
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